The influence of Retail business Services and Technological innovation on Financial performance: an empirical study of China's urban commercial banks

Ma Fei
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Ma Fei: Asia Metropolitan University

International Journal of Science and Business, 2022, vol. 6, issue 1, 16-29

Abstract: This paper divides the service innovation of urban commercial banks into four dimensions: service product innovation, customer interface innovation, service delivery innovation and service concept innovation. Technological innovation is divided into two dimensions: process support technological innovation and channel interaction technological innovation. Perceived service quality is divided into four dimensions: supportability, responsiveness, ease of use and care. The return on total assets, return on net assets, provision coverage and deposit growth rate are selected as alternative variables of bank financial performance. The service product innovation dimension and service delivery innovation dimension also have a significant positive impact on financial performance, but the customer interface innovation dimension and service concept innovation dimension have no significant impact on financial performance; Perceived service quality has a significant positive impact on financial performance. The supportability dimension and responsiveness dimension can positively affect financial performance, while the usability dimension and caring dimension have no significant impact on financial performance; The technological innovation of city commercial banks has a significant positive impact on perceived service quality, and the four dimensions have a positive impact on perceived service quality; The perceived service quality of urban commercial banks plays a partial intermediary role between service innovation and financial performance. The research of this paper extends the accounting theory to the field of strategic management, which can provide a theoretical basis for the formulation and management of service innovation strategy of urban commercial banks in China, make urban commercial banks develop new products and services more targeted, and improve financial performance.

Keywords: City Commercial Bank; Service Innovation; Technological Innovation; Perceived Service Quality; Financial Performance. (search for similar items in EconPapers)
Date: 2022
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